Moodle plugins directory: Help Desk | Moodle.org
Help Desk
Blocks ::: block_helpdesk
Maintained by 
Jonathan Doane, 
Matt Oquist, 
David Zaharee, 
Jérôme Mouneyrac
David Zaharee, Moodle help desk block to facilitate technical support within Moodle.
Latest release:
219 sites
25 downloads
20 fans
Current versions available: 4
Useful links
Screenshots
Contributors
Jonathan Doane (Lead maintainer)
Matt Oquist: Developer
David Zaharee
Jérôme Mouneyrac
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Comments 
Comments
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Hi,
Nice plug-in you have here.
We are using it at UoN on our beta server for defect raising during our Moodle 2.6 upgrade project.
We have made a small modification to allow the system admin to set a default ticket text / template that populates the editor block on each ticket creation to give users an idea of what information is required when raising tickets i.e.
"
Summary:
Expected outcome:
Actual outcome:
How to replicate:
"
If you would like me to submit a pull request for this just let me know.
Joseph Baxter
University of Nottingham
Same same, but different. not able to see student experience of this block - only me as the admin. Not sure if i understand the purpose of this block
You should be able to see what the student sees by logging into a user that has only the Help Desk Asker capability. If a user has neither the Asker or Answerer capability, the Help Desk block won't show up at all (at least in 1.9 version as I'm not the person who ported it to 2.x). A user who has the asker role is forced into a limited set of state transitions that the ticket can go through. Almost all of these transitions are defined in the database as workflows from one status to another. Answers have similar constraints but can override them, as well as hide comments and, add extra information to the ticket that an asker has no control over. The idea is that this would behave as a basic support desk. At the time the block was created, the idea was to have a low cost solution that contained the basics needs of a ticketing system.
So if students or users with a student role can't see the block, it's possible that the role needs to be granted Help Desk Asker capability.
Cheers,
Jon
Can I assign automatically the Answerer rol to one user for all of the new tickets?
How can I configure automatic e-mails for the answerer anytime a new ticket is created?
Thanks.
Carlos
In the Question viewer, when a image is uploaded, it is just seen in the answerer account, not in the submitter. Any ideas?
Thanks.
Carlos
The Debug information that is provided is as follows:
Debug info: Incorrect syntax near 'LIMIT'.
SELECT CAST('u-' AS NVARCHAR(255)) + CAST(u.id AS NVARCHAR(255)) AS id,
u.id AS userid, hu2.id AS hd_userid, u.email, u.firstname, u.lastname,
COALESCE(u.phone1, u.phone2) AS phone, '' AS type
FROM mdl_user AS u
LEFT JOIN mdl_block_helpdesk_hd_user AS hu2 ON hu2.userid = u.id
WHERE u.deleted = 0
ORDER BY firstname
LIMIT 20
OFFSET 0
[array (
)]
Error code: dmlreadexception
Stack trace:
line 443 of /lib/dml/moodle_database.php: dml_read_exception thrown
line 242 of /lib/dml/mssql_native_moodle_database.php: call to moodle_database->query_end()
line 724 of /lib/dml/mssql_native_moodle_database.php: call to mssql_native_moodle_database->query_end()
line 758 of /lib/dml/mssql_native_moodle_database.php: call to mssql_native_moodle_database->get_recordset_sql()
line 278 of /blocks/helpdesk/userlist.php: call to mssql_native_moodle_database->get_records_sql()
Ranjana